Related Products

Contents

This document provides information on how to troubleshoot an incorrect
start time for the dialer in a Cisco Unified Intelligent Contact Center
Management (ICM) environment that utilizes the Outbound Option. This document
provides a checklist of the most common causes of incorrect start times, and
helps you resolve them.

The information in this document is based on the ICM versions 7.x and
earlier.

The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.

Verify the Windows system time on all ICM components, such as the
Logger or a PG that has a dialer installed. Also, verify the time zone and
daylight savings settings on each component.

Use the rttest utility, and execute the status
/skew command. This shows what time each of the ICM components
believe it is and how far off from each other they are. In the example in this
figure, you can see that rtrA, rtrB,lgrA, and lgrB are all synched perfectly.
The PGs are off by approximately 4.5 minutes. You need to resolve these
discrepancies. In some situations, if your PGs are physically located in
different time zones they will and should be off by the appropriate number of
hours that they are physically disparate.

From your Admin Workstations, choose Configuration Manager
> Outbound Option > System Options, and verify the
Customer Dialing Time Range is correct. This is a global
variable that affects all dialer calls.

From your Admin Workstation, choose Configuration Manager
> Outbound Option > Import Rule, select the appropriate import
rule in the left pane, and then click the Schedule tab on the
right. Verify that the import is either set to Start import when file
is present or that it is scheduled
correctly.

From your Admin Workstation, choose Configuration Manager
> Outbound Option > Campaign, choose Query rule
selection in the right pane, and verify that the start and end times
are correct for the query rule.

Click the Call Target tab at the top and verify
the time zone settings and that the start and end times are correct for Zone 1,
and Zone 2 if you use it.

Verify that you have agents in the correct skillgroup logged in at
the appropriate campaign start time. This is not necessary for IVR based
campaigns.

Use the ICM script editor in order to verify that the relevant
admin script is scheduled and to determine how often it is set to run.
Scheduling the admin script that controls outbound every 15 minutes is
standard.